Queen Charlotte's & Chelsea Hospital
Du Cane Road, London, W12 0HSContact details and Patient Advice and Liaison Service (PALS)
Patient ratings and reviews
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Reviews
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Review titled Amazing experience
Rated 5 stars out of 5
by Iman - Posted on 03 May 2024
I am under the care of Dove team. This team has helped me to get through my pregnancy experience with staff who are extremely supportive and experienced. They always listened to my concerns and were able to address all my needs. I was offered external support services which i found all information provided are very informative. The care was consistent by all staff where I felt that I was given the same attention from all staff members. Thank you Dove team you are amazing, your work is appreciated.
Visited Maternity services on May 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 07 May 2024
Imperial College Healthcare NHS Trust is delighted to hear that you had a great experience with our Dove Team at Queen Charlottes Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Dove Team. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Service Outstanding?
Rated 1 star out of 5
by Anonymous - Posted on 28 April 2024
My partner arrived at the maternity triage at 6 pm, and here it is 1:00 am, and we're still waiting for a doctor. This blatant disregard for patients is absolutely unacceptable. The waiting times are downright appalling, leaving pregnant women inpain without a bed. This incompetence reeks from the top down, starting with the NHS staff and extending all the way up to the executive team of this hospital. I'm left wondering if the executive team even sets foot in this services and would tolerate such outrageous waits for their own care. The sheer number of areas needing improvement in services, systems, and the performance of these complacent individuals is staggering. Those leading this hospital need to be held accountable for the poor poor service they provide in the maternity unit.
Visited Maternity services on April 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 03 May 2024
Dear Sender Many thanks for taking the time to contact PALS at Imperial College Healthcare via the NHS Choices website. I am very sorry to read of your experience with our maternity service at Queen Charlotte's Hospital. I will forward your feedback to senior management in Maternity. If you would like to contact me with your wife's name and date of birth I will be more than happy to put her name to the concerns raised and hopefully get some feedback for you. My email address is imperial.pals@nhs.net. Again, many thanks for contacting PALS. Kind regards John
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Review titled Great hospital
Rated 4 stars out of 5
by Anonymous - Posted on 19 May 2024
Triage could do better. Staff is wonderful and worked the hardest they can. But Having to wait hours to be seen while sitting in a chair heavily pregnant is exhausting both mentally and physically. Last was in, I waited 6 hours to be seen and another10 hour for them to find a bed. However, the ultrasound department, the fetal medicine and all the other maternity departments are wonderful! No waiting time, professional staff and wonderful doctors, midwives and sonographers. Would definitely recommend the hospital to anyone pregnant!!! But please please please fix the triage situation with the seats, waiting times, amount of staff members.
Visited Maternity services on April 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 20 May 2024
Imperial College Healthcare NHS Trust wishes to thank you for taking the time to post your feedback on NHS Choices. We are so sorry to hear of the delay you had in the Triage Department. We would also like to thank you for your positive feedback regarding our Maternity Service. Patient Advice and Liaison Service (PALS) has passed both your comments to the Service Managers and Lead Midwife for Triage and Maternity. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Not a positive experience at all
Rated 2 stars out of 5
by Anonymous - Posted on 20 April 2024
Was induced at 39 weeks because waters broke and Labour didn’t start naturally in 24 hours. The doctor who explained induction option was completely tactless - talking about maternal mortality and all the various infections we could catch! She also said I’d have to take antibiotics which turned out to be wrong. When I was induced contractions were intense after just two pills but we were left on a ward which had no midwives attending. When they finally examined me (because I was exhibiting sign of being in serious pain) they realised I was fully dilated and wheelchair Ed me to delivery. But if I hadn’t insisted on this exam (which only happened after a painful half hour of contracting while strapped to a monitor) they would have proceeded and given me another induction pill. Delivery was fine but we weee then left alone from when baby was born at 5pm and not moved to a recovery ward until 10pm. During this time I wasn’t offered so much as a cup of tea; we were left in a room with soiled sheets and no support. The nurse who did my baby’s heel prick didn’t use cotton wool so we had to call someone to clean her bloody foot. The antenatal process was like being in a Kafka novel - told we could leave after 24 hours but delayed because the paedeatrician was not available to do my baby’s newborn exam, causing a +15 hour delay. Meanwhile our family was separated as my toddler was with his dad and I was exhausted post Labour looking after our newborn solo.
Visited Maternity services on April 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 22 April 2024
Imperial College Healthcare NHS Trust is very concerned about your feedback posted on NHS Choices and wishes to sincerely apologise to you for the experience you have had in our Maternity Department at Queen Charlottes Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Lead Midwife and Service Managers. We would like to encourage you to contact PALS on either 0203 312 7777 or email imperial.pals@nhs.net
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Review titled Dove team
Rated 4 stars out of 5
by Christine Ademokun - Posted on 08 May 2024
I recently delivered a much wanted baby and wanted to mention the care I received from the Dove team specifically our midwife who I believe is the team lead with the initials j o. Every appointment was on time and prompt, she was incredibly responsive and very caring when we had difficulties with the pregnancy. She recognised our anxiety and was very kind without being patronising. As a healthcare professional myself, she exemplified the type of care we should all aim to deliver. There were other issues along the way with other aspects of our care which she listened to sensitively and was very understanding of our wish to complain. She had planned to see her around the time of my elective delivery but unfortunately we missed her due to the baby choosing to arrive early which was upsetting for us.
Visited Obstetrics on April 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 09 May 2024
Dear Christine, Thank you for taking the time to post your positive feedback on NHS Choices regarding your experience with our Maternity team at Queen Charlotte’s and Chelsea Hospital. I have passed on your comments to the relevant service managers. Imperial College Healthcare NHS Trust appreciates and values your comments. Kind Regards Chris Patient Advice and Liaison Service
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Review titled Great experience with pelvic floor department
Rated 5 stars out of 5
by Anna - Posted on 04 May 2024
I’m deeply grateful to the pelvic floor department team at Queen Charlotte's Hospital, and particularly to doctor h.k. (I can’t leave her full name because of rules!). I had a natural birth; however, with an episiotomy, and for some reason, my original suture started to gape, causing a lot of discomfort for me. After thorough examination, she redid the suture, not only closing the gap beautifully but also correcting another small postpartum defect, so that everything down there started to look as it did before I had my baby! The suture healed very well. Thank you so much, doctor, and all the best with your research! Kind regards
Visited Don't know on March 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 07 May 2024
Imperial College Healthcare NHS Trust would like to thank you for your lovely feedback regarding your care under our Pelvic Floor Department at Queen Charlottes Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Manager for the pelvic Floor Department. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Dove team
Rated 4 stars out of 5
by Anonymous - Posted on 08 May 2024
Great midwife’s very supportive. Took time to listen and explained all the information on different procedures and options.
Visited Maternity services on March 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 09 May 2024
Thank you for taking the time to post your positive feedback on NHS Choices regarding your experience with our Maternity team at Queen Charlotte’s and Chelsea Hospital. I have passed on your comments to the relevant service managers. Imperial College Healthcare NHS Trust appreciates and values your comments.
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Review titled Triage feedback
Rated 4 stars out of 5
by Anonymous - Posted on 14 May 2024
Whilst I cannot fault the incredible Labour ward team for the safe delivery of our son, I have to say that my experience in Triage the same night was really concerning. I arrived very obviously in labour, with regular and painful contractions but was made to wait in a bay lying down (which was excruciating) while the Triage midwife insisted on monitoring the baby’s movements for over 30m. My husband was not allowed in so I laboured alone for over an hour. The only positive was gas and air being available. I was finally transferred to a separate room - partially dressed and with everyone waiting in Triage seeing and hearing me in labour - where the Triage nurse realised I was 5cm dilated. I was then rushed onto Labour ward where I gave birth in about 15m - my baby was very nearly born in Triage without my husband present. This was my second birth - I can’t imagine how much worse it would have been if it had been my first baby. I am leaving this review in the hope that procedures are looked at, as in my mind I should have been moved straight to the Labour ward when I arrived. I felt as though nobody believed I was in labour or in pain, as though I was making it up or exaggerating. It was also very embarrassing to be seen and heard in labour by complete strangers and with no privacy at this vulnerable time.
Visited Maternity services on February 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 14 May 2024
Imperial College Healthcare NHS Trust is very concerned about your feedback posted on NHS Choices and wishes to sincerely apologise to you for the experience you had in the Triage Unit at Queen Charlottes Hospital. Patient Advice and Liaison Service (PALS) has passed on your comments to the Lead Midwife and Service Manager. We would like to encourage you to contact PALS on either 0203 312 7777 or email imperial.pals@nhs.net
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Review titled Horrible experience in triage
Rated 1 star out of 5
by Tzeni Tsala - Posted on 28 February 2024
28/02/2024 horrible experience by doctor name stefan in triage unprofessional let me wait 4 hours without being seen. I eventually left without any results
Visited Maternity services on February 2024
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 08 March 2024
Dear Tzeni, I am very sorry to read your comments from the NHS Choices web page and wishes to apologise for your poor experience with our Maternity Department at Queen Charlotte’s and Chelsea Hospital. I have forwarded your posting to the service managers for Maternity. We would really like to speak to you and be able to look into this further. Patient Advice and Liaison Service (PALS) can be contacted on either 0203 312 7777 or email imperial.pals@nhs.net Kind Regards Chris Patient Advice and Liaison Service
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Review titled Terrible management, poor behaviour
Rated 1 star out of 5
by Anonymous - Posted on 28 December 2023
I have attended the Antenatal clinic today During my stay I have waited over 1 hour to be seen by a doctor which shows that the clinic has overbooked appointments however the reason for my complaint is that during this time I waited I have witnessed the poor behaviour by the reception staff and the management of the patients waiting in queues. The reception staff has purposely picked out only patients checking in for an appointment and have left other patients waiting in the queues for at least 20 minutes, ignoring their position in the queue and also ignoring their presence entirely, this even occurred when there were only 2 people in the queue but each time someone joined they would check if they are checking in and then bypass the queue. I have witnessed a continuous trail of people being picked up as they walked in and jumping ahead of the people at the front of the queue which seems very inappropriate, this seemed to be ongoing on for almost 40 minutes. To avoid any doubt, at the time of this issue there were 2 receptionists working at the desk. There have been several people who have become very irate about this and made polite complaints however the reception staff has treated them with hostility and very clearly been rude to them. Bear in mind this is a maternity ward and most standing patients are Pregnant patients waiting to book future appointments and they have been extremely patient This is the second appointment I have attended and on both occasions I have been left waiting to be seen for an excessive amount of time. You can also find often that even with a large queue and 3 receptionists, only 1 will work while other 2 appear to be idle or chat with each other. The receptionists also don’t appear approachable when you first enter the ward I believe the management of this ward should be reviewed
Visited Maternity services on December 2023
Review titled Queen Charlotte's & Chelsea Hospital
Replied on 29 December 2023
Imperial College Healthcare NHS Trust is concerned about your posting on NHS Choices and wishes to apologies to you for your experience in using our maternity services. If you would like to discuss this matter further, please contact the Patient Advice and Liaison Service (PALS) on either 0203 312 7777 or email imperial.pals@nhs.net . In the meantime I have forwarded your posting to the management team.
Information supplied by Imperial College Healthcare NHS Trust